About the role
The role focuses on service stability, customer satisfaction, service-level performance and the effective management of critical incidents.
You will coordinate customers, technical teams and service providers. During a significant service disruption, you will lead the recovery process, ensure clear communication and support the resolution of the underlying causes.
We are looking for someone who can lead, prioritise and communicate clearly in complex and high-pressure situations.
Key responsibilities
- Coordinating and overseeing IT services on a day-to-day basis
- Monitoring service levels, SLAs, KPIs and customer commitments
- Maintaining relationships with customers, technical teams and external providers
- Preparing and leading regular service reviews and customer meetings
- Managing service issues, risks and performance deviations
- Coordinating critical and high-priority incidents from beginning to resolution
- Leading major incident calls and recovery meetings
- Engaging the appropriate technical experts and decision-makers
- Tracking actions, owners, dependencies and recovery steps
- Providing regular incident communications tailored to different audiences
- Preparing management and customer status reports
- Leading post-incident reviews and lessons-learned sessions
- Following up on root-cause analyses and corrective actions
- Working across incident, problem, change and capacity management processes
- Identifying and coordinating continual service improvement initiatives
- Improving processes, work instructions and escalation procedures
- Monitoring supplier performance and contractual commitments
Requirements
- At least four years of experience in IT service management, incident management, problem management or IT operations
- Good knowledge of ITIL-based service management processes
- Experience in coordinating critical or high-priority incidents
- An understanding of complex enterprise IT environments
- The ability to explain technical issues clearly to business and management audiences
- A calm, structured and decisive approach under pressure
- The ability to coordinate several technical teams and service providers
- Strong stakeholder and escalation management skills
- Strong English and Hungarian language skills
- A responsible and customer-focused working style
Nice to have
- ITIL Foundation or a higher-level ITIL qualification
- Experience with ServiceNow, Jira Service Management, BMC Remedy or another ITSM platform
- Experience in an international, large enterprise or multi-vendor environment
- Knowledge of cloud, infrastructure, network or application operations
- Experience in a regulated or business-critical environment
- Service delivery or supplier management experience
- Business continuity or disaster recovery experience
- A university degree in information technology or a related field
- Knowledge of an additional foreign language
What we offer
- The opportunity to work with business-critical and complex IT services
- Opportunities to work in international and large enterprise environments
- A visible role with meaningful responsibility
- Cooperation with experienced technical and business professionals
- The opportunity to improve service management processes
- Long-term professional development opportunities
- Flexible working arrangements depending on the project and client
- A supportive, direct and results-oriented professional environment
- A competitive compensation package